Our customers
Our promise to our customers
It is important to us that our customers understand what we do, how we do it and why we do it. We set out the key standards we work to, to define the levels of service you can expect from us and show what we measure our performance against every day.
Our promise covers our culture, our customers, our service, our people and your feedback, and you can hold us to it.
Our culture
Everything we do is focused on creating the very best trading environment for our customers. We can achieve this by innovating, constantly improving, being transparent and never being satisfied with just ‘OK’.
We are committed to:
- Providing our customers with the most innovative trading platform and products we can
- Valuing and appreciating what our customers say and do
- Being honest and open with our customers at all times
- Improving our service based on customer feedback
Our customers
We put our customers at the heart of everything we do. Whoever you are and whatever reason you’re trading with us, we’re committed to providing you with the best, most personal service we possibly can.
We are committed to:
- Talking to our customers in a concise, honest and trustworthy way, using everyday language and no confusing jargon
- Answering questions in your preferred language where possible
- Providing relevant information to all our customers
- Being contactable whenever our customers need us
Our service
We take great pride in our standards of service, yet we are constantly working to improve them to make sure they match your expectations and reflect a world-class offering.
We are committed to:
- Creating a better, more comprehensive trading experience
- Providing a service whenever a market is open
- Opening accounts as quickly as possible
- Being professional and polite
- Answering all customer queries quickly and accurately
Our people
We believe that inspiring people create an inspiring service. Our people are passionate about what we do and how we do it; they’re always working hard to create a trading environment they are proud of.
We are committed to:
- Having the best-trained staff in the industry
- Being knowledgeable and passionate about our business
Your feedback
So we can better serve and understand our customers, we need to know where we are getting it right and where we need to improve – it’s about making sure we are doing a good job and are fulfilling your needs. That’s why your feedback is vital.
We are committed to:
- Making it as easy as possible for you to contact us, whether on our website, or by phone, chat or email
- Dealing with all complaints as quickly as possible
- Being transparent about our complaints process
- Listening to customer feedback and escalating to senior management where appropriate